Customer Experience Representative

About the Company Vari, originally known as VariDesk®, started the standing desk revolution. Now in its 13th year, Vari’s mission is to create workspaces that elevate people. With millions of fans and a complete line of over 400 office furniture products in the market today, Vari is continuing to simplify and disrupt the office furniture industry by pioneering a direct B2C and B2B business model, reimagining how workspaces are defined, designed, and delivered.

About the Role Become the voice of our brand as a Customer Experience Representative, where you'll have the exciting opportunity to build meaningful connections with our loyal fans every day. You'll play a key role in delivering exceptional service by providing innovative solutions and personalized support that exceeds expectations. In this dynamic role, you'll be responsible for offering phone and email support to customers and partners, addressing their inquiries, resolving issues, and providing a seamless experience. Whether it's providing detailed troubleshooting, assisting with shipping inquiries, or answering product-related questions, you'll ensure every interaction leaves a lasting positive impression. Join us and make a difference, one conversation at a time!

Responsibilities

• Professionally and efficiently respond to inbound calls and emails from existing and potential customers.
• Maintain thorough knowledge of company processes and excel in communicating product technical specifications, operation, and assembly/troubleshooting instructions.
• Follow up with customers, taking full ownership of their concerns from start to finish to ensure an exceptional experience.
• Identify, anticipate, and address customer needs through active listening and creative, win-win solutions to achieve outstanding customer satisfaction and retention.
• Make informed decisions that prioritize customer needs, even in situations with incomplete information.
• Recognize how individual performance impacts team success and the overall customer experience.
• Collaborate with the Sales team by transferring calls or emails with revenue potential and handling transfers that require CX expertise.
• Embrace challenges and actively learn from regular feedback to enhance performance.
• Adapt quickly to new situations, training updates, and processes while enjoying the challenges of continuous learning.
• Proactively support others in achieving organizational goals.

Qualifications

• Education: High school diploma required; some college preferred.
• Experience: At least 3 years in customer support, ideally with phone interactions.

Required Skills

• Customer Focus: Proven ability to exceed customer expectations.
• Communication: Strong oral and written skills.
• Technical Skills: Proficient in Microsoft Outlook and Teams.
• Adaptability: Quick learner, comfortable with new software and multiple data systems.
• Problem-Solving: Fast thinker with strong troubleshooting skills.
• Servant-Leader Mindset: Prioritize others, fostering personal and professional growth.
• Humility & Teachability: Focus on delivering an outstanding fan experience, embracing feedback and continuous improvement.
• Keeping Your Word: Follow through on commitments—actions must align with promises.
• Professional Integrity: Be punctual, engaged, and respectful to fans, teammates, Vari, and partners.

Why Vari?

• Short-term and long-term incentive plan
• 401k and profit-sharing plan
• On-site gym, spa-like locker room
• Enhanced paternity, maternity, and adoption programs
• Personal and volunteer time off
• Team building events on and off-site
• Mentoring and career development
• Education reimbursement
• Wellness program and insurance premium discounts
• At-home work set-up